Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The attachment was blank every way I tried to pull it upI cannot see what is on the sheets they have attached for reference Kenneth [redacted] was in no way involved in this incident originallyHe was not there when we were charged and I do not believe he was there when we called back to talk to the manager(There was a point where the lady manger handed the phone to a man who didn't identify himself, only threatened that we should not call back)I believe Mr [redacted] has received his information second hand through biased sourcesMy father actually tried to contact Mr***, who we believed to be the owner of the establishment, via emailBut we never received a responseWe tried every channel to work out the issue We received documents after we checked in, one sheet per room, with details about each room and a small receiptWe did not see the two pages (which listed the prices for each individual room) before signingThe desk clerk only recited the total price to us at and then pushed the small receipt with the total of across the desk for us to signOnly after we signed only the small receipt did she stapled the two larger pages to the small receiptWe did not pour over the detail and compare the pricesWe assumed the hotel had done the math correctly considering they had a computer and we didn't feel the need to double check their math(I believe the small receipt was attached to the original complaint I submitted) Had they, from the outset of the issue, treated us with respect or offered any semblance of an apology for not informing us of their mathematical error, the issue could have been amicably resolvedInstead, they accused us of not doubling checking their math In the hotel business, with any business that uses a credit card, there is an innate trust that the customer will not be taken advantageThis hotel broke that trust Regarding the note, we never saw any note and no note was ever even mentioned to us, which they willing admitIt would be no trouble for them to attached a note to the file after the fact, to their benefit I'm sure We were not offered any receipts upon checking outWe only turned in our keysNeither the desk clerks nor the manager mentioned any billing mistake or the note to anyone in our party at that time I was willing to work something out with the hotel to resolve my issue, that is why I was callingThe situation was only "escalated" after multiple calls where the manager rudely hung up on me and any others in our party that tried to contact themIf they are willing to work something out with me now, they are more than welcome to contact meI can assure you, I will not hang up if they would like to resolve the issue I never threatened them and I only thought of filing a complaint through the Revdex.com after the phone conversations because I could think of no other way to resolve the issue I have never in my life be treated so terribly in the customer service industry! Charging my card without written consent written is wrong! I only signed on small receipt for the amount of They acknowledge that they did not inform me of their mistake or the actions they took to correct their mistakeThey admit that they keep the card on file only for "incidentals" but there were no damages or charges to the room that would warrant them using our card againBy their own admission, they did something wrong!! If this had been been a cash transaction, what they did would be equivalent to getting into my wallet and taking out money without my knowledge or permissionIt is theft! If additional money was owed, there should have been a face to face conversation immediatelyAt checkout, we were not offered another receipt or any note, and the desk made no verbal mention of additional chargesThey only took our room keys We also believe that we may have been overcharged for the rooms on top of having an unauthorized transaction on our card and that one of the rooms was possibly infested with fleas The website for the rooms showed $dollars per night (conveniently, the website has since been updated)After our stay, my father called in an effort to get the correct prices for the roomsHe was told $for a double bed and $for a king, and he even questioned the manager to make sure those were the correct amountsWhen she confirmed the prices, he only gave his name and immediately she hung up the phone.When I called I was told that a double bed room was $60, but upon checking in, we were told that a double bed was $ Not minutes after checking out, we noticed the fleas on our clothesWe had originally attributed it to the small town New Castle diner we ate breakfast in after checking out, since that is where we first noticed the bugs on our clothes, but after finding several other recent complaints of fleas and bed bugs in the rooms of the hotel in reviews, we now believe that the hotel is responsible for the bugs as well This was just an overall extremely terrible experience and as a customer service business, we feel the hotel should take responsibility for the trouble they have caused usThey will not admit to fault when they clearly crossed an ethical boundaryIf you take away the facts that we were charged more then we were quoted, and the fact that they charged a card without permission, and the possible bug infestation, there is still the issue of the way we were treated by the managerThe most unprofessional and ill-bred manners I have ever encountered anywhere at any timeThey did not reach out to us at any time with any explanation or apology or even alert us to what was happeningI can't stress enough how unprofessional and unethical this whole mess isPlease take responsibility for your actions! Regards, [redacted]
This Party consisting of two rooms were checked in and...
received a bill of two printouts (included), one for each room, the total of both printouts were 291.20 which customer acknowledged. When desk clerk ran card she switched the 1. and 9 during the input process; charging 219.20 instead of 291.20, thirteen minutes later desk clerk realized mistake and added the 72.00 onto bill which would complete total amount. A copy of which along with a short note was written for guest to pick up at check out. When a guest checks into hotel their card is kept on file for any "incidental" charges, such as phone, damages to room, etc., our position was no inappropriate charge was made only that two charges made the total amount due correct instead of one charge; due to input mistake. Desk clerk chose not to bother guest only attach what was done to customer file. This situation escalated from the customer standpoint over the next few days that seemed very unreasonable. Customer initial responses to manger was going to sue, turn in to Revdex.com and have place shut down without negotiation for resolving dispute, therefore our not getting to a reasonable resolve with customer occurred.
Sincerely
Kenneth [redacted]
Mgmt. agent
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The attachment was blank every way I tried to pull it up. I cannot see what is on the sheets they have attached for reference.
Kenneth [redacted] was in no way involved in this incident originally. He was not there when we were charged and I do not believe he was there when we called back to talk to the manager. (There was a point where the lady manger handed the phone to a man who didn't identify himself, only threatened that we should not call back). I believe Mr. [redacted] has received his information second hand through biased sources. My father actually tried to contact Mr. [redacted], who we believed to be the owner of the establishment, via email. But we never received a response. We tried every channel to work out the issue.
We received 3 documents after we checked in, one sheet per room, with details about each room and a small receipt. We did not see the two pages (which listed the prices for each individual room) before signing. The desk clerk only recited the total price to us at 219.20 and then pushed the small receipt with the total of 219.20 across the desk for us to sign. Only after we signed only the small receipt did she stapled the two larger pages to the small receipt. We did not pour over the detail and compare the prices. We assumed the hotel had done the math correctly considering they had a computer and we didn't feel the need to double check their math. (I believe the small receipt was attached to the original complaint I submitted)
Had they, from the outset of the issue, treated us with respect or offered any semblance of an apology for not informing us of their mathematical error, the issue could have been amicably resolved. Instead, they accused us of not doubling checking their math.
In the hotel business, with any business that uses a credit card, there is an innate trust that the customer will not be taken advantage. This hotel broke that trust.
Regarding the note, we never saw any note and no note was ever even mentioned to us, which they willing admit. It would be no trouble for them to attached a note to the file after the fact, to their benefit I'm sure.
We were not offered any receipts upon checking out. We only turned in our keys. Neither the desk clerks nor the manager mentioned any billing mistake or the note to anyone in our party at that time.
I was willing to work something out with the hotel to resolve my issue, that is why I was calling. The situation was only "escalated" after multiple calls where the manager rudely hung up on me and any others in our party that tried to contact them. If they are willing to work something out with me now, they are more than welcome to contact me. I can assure you, I will not hang up if they would like to resolve the issue.
I never threatened them and I only thought of filing a complaint through the Revdex.com after the phone conversations because I could think of no other way to resolve the issue .
I have never in my life be treated so terribly in the customer service industry! Charging my card without written consent written is wrong! I only signed on small receipt for the amount of 219.20. They acknowledge that they did not inform me of their mistake or the actions they took to correct their mistake. They admit that they keep the card on file only for "incidentals" but there were no damages or charges to the room that would warrant them using our card again. By their own admission, they did something wrong!!
If this had been been a cash transaction, what they did would be equivalent to getting into my wallet and taking out money without my knowledge or permission. It is theft! If additional money was owed, there should have been a face to face conversation immediately. At checkout, we were not offered another receipt or any note, and the desk made no verbal mention of additional charges. They only took our room keys.
We also believe that we may have been overcharged for the rooms on top of having an unauthorized transaction on our card and that one of the rooms was possibly infested with fleas.
The website for the rooms showed $55 dollars per night (conveniently, the website has since been updated). After our stay, my father called in an effort to get the correct prices for the rooms. He was told $60 for a double bed and $65 for a king, and he even questioned the manager to make sure those were the correct amounts. When she confirmed the prices, he only gave his name and immediately she hung up the phone.When I called I was told that a double bed room was $60, but upon checking in, we were told that a double bed was $65.
Not 20 minutes after checking out, we noticed the fleas on our clothes. We had originally attributed it to the small town New Castle diner we ate breakfast in after checking out, since that is where we first noticed the bugs on our clothes, but after finding several other recent complaints of fleas and bed bugs in the rooms of the hotel in reviews, we now believe that the hotel is responsible for the bugs as well.
This was just an overall extremely terrible experience and as a customer service business, we feel the hotel should take responsibility for the trouble they have caused us. They will not admit to fault when they clearly crossed an ethical boundary. If you take away the facts that we were charged more then we were quoted, and the fact that they charged a card without permission, and the possible bug infestation, there is still the issue of the way we were treated by the manager. The most unprofessional and ill-bred manners I have ever encountered anywhere at any time. They did not reach out to us at any time with any explanation or apology or even alert us to what was happening. I can't stress enough how unprofessional and unethical this whole mess is. Please take responsibility for your actions!
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The attachment was blank every way I tried to pull it upI cannot see what is on the sheets they have attached for reference Kenneth [redacted] was in no way involved in this incident originallyHe was not there when we were charged and I do not believe he was there when we called back to talk to the manager(There was a point where the lady manger handed the phone to a man who didn't identify himself, only threatened that we should not call back)I believe Mr [redacted] has received his information second hand through biased sourcesMy father actually tried to contact Mr***, who we believed to be the owner of the establishment, via emailBut we never received a responseWe tried every channel to work out the issue We received documents after we checked in, one sheet per room, with details about each room and a small receiptWe did not see the two pages (which listed the prices for each individual room) before signingThe desk clerk only recited the total price to us at and then pushed the small receipt with the total of across the desk for us to signOnly after we signed only the small receipt did she stapled the two larger pages to the small receiptWe did not pour over the detail and compare the pricesWe assumed the hotel had done the math correctly considering they had a computer and we didn't feel the need to double check their math(I believe the small receipt was attached to the original complaint I submitted) Had they, from the outset of the issue, treated us with respect or offered any semblance of an apology for not informing us of their mathematical error, the issue could have been amicably resolvedInstead, they accused us of not doubling checking their math In the hotel business, with any business that uses a credit card, there is an innate trust that the customer will not be taken advantageThis hotel broke that trust Regarding the note, we never saw any note and no note was ever even mentioned to us, which they willing admitIt would be no trouble for them to attached a note to the file after the fact, to their benefit I'm sure We were not offered any receipts upon checking outWe only turned in our keysNeither the desk clerks nor the manager mentioned any billing mistake or the note to anyone in our party at that time I was willing to work something out with the hotel to resolve my issue, that is why I was callingThe situation was only "escalated" after multiple calls where the manager rudely hung up on me and any others in our party that tried to contact themIf they are willing to work something out with me now, they are more than welcome to contact meI can assure you, I will not hang up if they would like to resolve the issue I never threatened them and I only thought of filing a complaint through the Revdex.com after the phone conversations because I could think of no other way to resolve the issue I have never in my life be treated so terribly in the customer service industry! Charging my card without written consent written is wrong! I only signed on small receipt for the amount of They acknowledge that they did not inform me of their mistake or the actions they took to correct their mistakeThey admit that they keep the card on file only for "incidentals" but there were no damages or charges to the room that would warrant them using our card againBy their own admission, they did something wrong!! If this had been been a cash transaction, what they did would be equivalent to getting into my wallet and taking out money without my knowledge or permissionIt is theft! If additional money was owed, there should have been a face to face conversation immediatelyAt checkout, we were not offered another receipt or any note, and the desk made no verbal mention of additional chargesThey only took our room keys We also believe that we may have been overcharged for the rooms on top of having an unauthorized transaction on our card and that one of the rooms was possibly infested with fleas The website for the rooms showed $dollars per night (conveniently, the website has since been updated)After our stay, my father called in an effort to get the correct prices for the roomsHe was told $for a double bed and $for a king, and he even questioned the manager to make sure those were the correct amountsWhen she confirmed the prices, he only gave his name and immediately she hung up the phone.When I called I was told that a double bed room was $60, but upon checking in, we were told that a double bed was $ Not minutes after checking out, we noticed the fleas on our clothesWe had originally attributed it to the small town New Castle diner we ate breakfast in after checking out, since that is where we first noticed the bugs on our clothes, but after finding several other recent complaints of fleas and bed bugs in the rooms of the hotel in reviews, we now believe that the hotel is responsible for the bugs as well This was just an overall extremely terrible experience and as a customer service business, we feel the hotel should take responsibility for the trouble they have caused usThey will not admit to fault when they clearly crossed an ethical boundaryIf you take away the facts that we were charged more then we were quoted, and the fact that they charged a card without permission, and the possible bug infestation, there is still the issue of the way we were treated by the managerThe most unprofessional and ill-bred manners I have ever encountered anywhere at any timeThey did not reach out to us at any time with any explanation or apology or even alert us to what was happeningI can't stress enough how unprofessional and unethical this whole mess isPlease take responsibility for your actions! Regards, [redacted]
This Party consisting of two rooms were checked in and...
received a bill of two printouts (included), one for each room, the total of both printouts were 291.20 which customer acknowledged. When desk clerk ran card she switched the 1. and 9 during the input process; charging 219.20 instead of 291.20, thirteen minutes later desk clerk realized mistake and added the 72.00 onto bill which would complete total amount. A copy of which along with a short note was written for guest to pick up at check out. When a guest checks into hotel their card is kept on file for any "incidental" charges, such as phone, damages to room, etc., our position was no inappropriate charge was made only that two charges made the total amount due correct instead of one charge; due to input mistake. Desk clerk chose not to bother guest only attach what was done to customer file. This situation escalated from the customer standpoint over the next few days that seemed very unreasonable. Customer initial responses to manger was going to sue, turn in to Revdex.com and have place shut down without negotiation for resolving dispute, therefore our not getting to a reasonable resolve with customer occurred.
Sincerely
Kenneth [redacted]
Mgmt. agent
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The attachment was blank every way I tried to pull it up. I cannot see what is on the sheets they have attached for reference.
Kenneth [redacted] was in no way involved in this incident originally. He was not there when we were charged and I do not believe he was there when we called back to talk to the manager. (There was a point where the lady manger handed the phone to a man who didn't identify himself, only threatened that we should not call back). I believe Mr. [redacted] has received his information second hand through biased sources. My father actually tried to contact Mr. [redacted], who we believed to be the owner of the establishment, via email. But we never received a response. We tried every channel to work out the issue.
We received 3 documents after we checked in, one sheet per room, with details about each room and a small receipt. We did not see the two pages (which listed the prices for each individual room) before signing. The desk clerk only recited the total price to us at 219.20 and then pushed the small receipt with the total of 219.20 across the desk for us to sign. Only after we signed only the small receipt did she stapled the two larger pages to the small receipt. We did not pour over the detail and compare the prices. We assumed the hotel had done the math correctly considering they had a computer and we didn't feel the need to double check their math. (I believe the small receipt was attached to the original complaint I submitted)
Had they, from the outset of the issue, treated us with respect or offered any semblance of an apology for not informing us of their mathematical error, the issue could have been amicably resolved. Instead, they accused us of not doubling checking their math.
In the hotel business, with any business that uses a credit card, there is an innate trust that the customer will not be taken advantage. This hotel broke that trust.
Regarding the note, we never saw any note and no note was ever even mentioned to us, which they willing admit. It would be no trouble for them to attached a note to the file after the fact, to their benefit I'm sure.
We were not offered any receipts upon checking out. We only turned in our keys. Neither the desk clerks nor the manager mentioned any billing mistake or the note to anyone in our party at that time.
I was willing to work something out with the hotel to resolve my issue, that is why I was calling. The situation was only "escalated" after multiple calls where the manager rudely hung up on me and any others in our party that tried to contact them. If they are willing to work something out with me now, they are more than welcome to contact me. I can assure you, I will not hang up if they would like to resolve the issue.
I never threatened them and I only thought of filing a complaint through the Revdex.com after the phone conversations because I could think of no other way to resolve the issue .
I have never in my life be treated so terribly in the customer service industry! Charging my card without written consent written is wrong! I only signed on small receipt for the amount of 219.20. They acknowledge that they did not inform me of their mistake or the actions they took to correct their mistake. They admit that they keep the card on file only for "incidentals" but there were no damages or charges to the room that would warrant them using our card again. By their own admission, they did something wrong!!
If this had been been a cash transaction, what they did would be equivalent to getting into my wallet and taking out money without my knowledge or permission. It is theft! If additional money was owed, there should have been a face to face conversation immediately. At checkout, we were not offered another receipt or any note, and the desk made no verbal mention of additional charges. They only took our room keys.
We also believe that we may have been overcharged for the rooms on top of having an unauthorized transaction on our card and that one of the rooms was possibly infested with fleas.
The website for the rooms showed $55 dollars per night (conveniently, the website has since been updated). After our stay, my father called in an effort to get the correct prices for the rooms. He was told $60 for a double bed and $65 for a king, and he even questioned the manager to make sure those were the correct amounts. When she confirmed the prices, he only gave his name and immediately she hung up the phone.When I called I was told that a double bed room was $60, but upon checking in, we were told that a double bed was $65.
Not 20 minutes after checking out, we noticed the fleas on our clothes. We had originally attributed it to the small town New Castle diner we ate breakfast in after checking out, since that is where we first noticed the bugs on our clothes, but after finding several other recent complaints of fleas and bed bugs in the rooms of the hotel in reviews, we now believe that the hotel is responsible for the bugs as well.
This was just an overall extremely terrible experience and as a customer service business, we feel the hotel should take responsibility for the trouble they have caused us. They will not admit to fault when they clearly crossed an ethical boundary. If you take away the facts that we were charged more then we were quoted, and the fact that they charged a card without permission, and the possible bug infestation, there is still the issue of the way we were treated by the manager. The most unprofessional and ill-bred manners I have ever encountered anywhere at any time. They did not reach out to us at any time with any explanation or apology or even alert us to what was happening. I can't stress enough how unprofessional and unethical this whole mess is. Please take responsibility for your actions!
Regards,
[redacted]